Customer Service Business Development
Resume:
REGINA WALDEN-DAILEY
ACCOMPLISHMENTS
Telephone Service -
Professionally processed 80+
calls per day, providing
information and service to
ensure customer satisfaction.
•
Customer Follow-up - Ensured
that customers were satisfied
with company products and
services by doing purchase
follow-up calls.
•
SKILLS
• Stocking and Replenishing
Business Development
Understanding
•
• Report Transcription
• Account Management
Credit Card Payment
Processing
•
• Lotus Notes
• Staff Training
• Order Fulfillment
• Customer Relations
• Sales Expertise
• Report Preparation
• Senior Leadership Support
• Microsoft Excel
WORK HISTORY
February 2020 - Current
Customer Service Representative RX Results, Alabama January 2009 - Current
Tax Preparer Deans Tax Service, Alabama
Handled customer inquiries and suggestions courteously and professionally.
•
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
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Answered constant flow of customer calls with minimal wait times.
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Answered customer telephone calls promptly to avoid on- hold wait times.
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• Updated account information to maintain customer records. Clarified customer issues and determined root cause of problems to resolve product or service complaints.
•
Processed customer service orders promptly to increase customer satisfaction.
•
Utilized customer service software to manage interactions and track customer satisfaction.
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Developed customer service policies and procedures to meet and exceed industry service standards.
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Exhibited high energy and professionalism when dealing with clients and staff.
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Met customer call guidelines for service levels, handle time and productivity.
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Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
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Completed and filed returns with tax departments at local, state, and federal levels.
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Maintained complete records of client tax returns and supporting documentation in secured areas.
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Assessed client tax situations to determine best filing options.
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• Offered clients recommendations to reduce tax liabilities.
• Analyzed financial records to verify accuracy of tax returns. CONTACT
Birmingham, AL 35201
ad5dwv@r.postjobfree.com
• Microsoft Word
• Report Creation
• Microsoft PowerPoint
• Retail Sales Customer Service
• Team Development
• Problem-Solving Ability
• Service Standard Compliance
• Order Processing
Training Development
Aptitude
•
• Technical Support
• Office Equipment Proficiency
• Managing Multiple Tasks
• Product Organization
• Promotional Support
• Multi-Line Phone Talent
Professional Telephone
Demeanor
•
• Stockroom Procedures
• Call Triaging
• Route Dispatch
• Conflict Resolution
• Computer Proficiency
• Refund Processing
Administrative and Office
Support
•
• Sales Quota Achievement
• Documentation
• 10-Key
• Spreadsheets
• Filing
• Coordination
• Prioritization
• Grammar
• Customer Retention Strategies
• Conflict Mediation
CERTIFICATIONS
• Sales Manager Certificate
January 2014 - August 2019
Events Team Coordinator Marriot Grand Hotel, Alabama August 2004 - January 2013
Manager of Operations Shell Gas Station, Alabama
Identified potential audit red flags to minimize risk of IRS audits.
•
• Utilized tax software to prepare returns and meet deadlines.
• Calculated estimated tax payments for clients.
Collaborated with clients to answer questions and provide advice on tax matters.
•
• Responded to inquiries from IRS and other tax authorities. Prepared US, multistate, and international tax returns for business clients.
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Facilitated integration of modern tax software with client accounting software.
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• Created, maintained and distributed event orders. Drove excellent guest service for events and conducted evaluations after completion.
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Worked under pressure and met deadlines while
maintaining composure in difficult situations.
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Assisted event manager in achieving revenue goals set for events and catering.
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• Coordinated schedules and timelines for events.
Brainstormed and implemented creative event concepts and themes.
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Consulted with customers to determine objectives and requirements for events.
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Utilized internal databases to prepare and distribute guest lists, electronic invitations and registration processes.
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Arranged availability of audio-visual equipment,
transportation and displays for various types of events.
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Established positive and effective communication among unit staff and organization leadership, reducing
miscommunications, and missed deadlines.
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Identified and resolved unauthorized, unsafe, or ineffective practices.
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Set, enforced, and optimized internal policies to maintain responsiveness to demands.
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Partnered with vendors and suppliers to effectively manage and budget.
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Supervised operations staff and kept employees compliant with company policies and procedures.
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Led hiring, onboarding and training of new hires to fulfill business requirements.
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Developed and maintained relationships with external vendors and suppliers.
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Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
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Trained and guided team members to maintain high
productivity and performance metrics.
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• Assisted in recruiting, hiring and training of team members. Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
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• Reported issues to higher management with great detail. Managed purchasing, sales, marketing and customer
account operations efficiently.
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Monitored daily cash discrepancies, inventory shrinkage and drive-off.
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EDUCATION
June 2020
Master of Real Estate Development Real Estate
Development
Alabama Real Estate Institute, Birmingham, AL
July 2001
GED
James H. Faulkner State Community College, Bay Minette, AL
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